Service Support Analyst

Rotherham Full Time

As a member of the Corporate Support Team, the main responsibility of the Service Support Analyst role is to provide IT support and assistance to Wath-Upon-Derne based employees (users) for IT services provided by the clients UK IT department. The successful candidate will act as a point of escalation for Wath-Upon-Derne users, taking ownership of the ticket queue as well as identifying and implementing improvements to procedures specific to the Wath-Upon-Derne office.

The Service Support Analyst is responsible for:

* Call logging, prioritisation and categorisation in the ITSM ticketing system
* Technical troubleshooting and root cause identification for effective incident resolution
* Incident management (timely resolution or escalation, follow-up, user communication)
* Act as a point of escalation for Wath-Upon-Derne based users, taking ownership of received escalations
* Ensuring the ticket queue is a true reflection of the current workload
* Identification and implementation of improvements to procedures that are specific to the Wath-Upon-Derne team
* Request fulfilment (standard and some non-standard requests)
* Managing user accounts and standard access rights
* Installing, configuring, monitoring and supporting the workstation environment including computers, mobile devices and IP telephony
* Software deployment (automated and manual)
* User training on the varied IT Services (when required)
* Maintaining user documentation and IT documentation (procedures, knowledge base)
* Contribute to the continuous improvement of user experience
* Providing support of meeting room technology

Skills and Attributes:

* Good knowledge of ITIL and IT Service Management best practices in general
* Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management – and associated technologies
* Good knowledge of Microsoft Exchange concepts and administration
* Good knowledge of the Microsoft Office software suite
* Active Directory concepts and key objects (users, computers and groups)
* Android and Apple (iOS) mobile devices and supporting mobile device management platforms
* Citrix application publishing technology
* Backup and restore administration and associated technologies
* Basic networking knowledge
* Good knowledge of conferencing facilities (video and telephone conferencing)
* RSA SecurID token administration console
* Cisco IP phones administration and associated technologies
* Remote access (VPN) products (e.g. Cisco Any Connect)

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